Problem
A building society group which has had an on-premise Helpdesk system for the last 14 years wants to implement ITIL processes to streamline their IT operation. As part of this migration they want to move away from their basic Helpdesk system to an IT Service Management system.
Challenges
- IT resources have been reduced by the business so the system needs to offer more Self Service options to end users
- Training – the existing system is known to both end users and IT staff so it’s essential that the user experience in migrating from old to new is managed correctly
- Timeframe – the business has set a deadline of 12 months to implement the new system
- Availability – the existing system is only available to users on the LAN/WAN or when connected to VPN. The business would like the new system to be available from anywhere for authorised users.
Approach
- Based on the business requirements the Ivanti ISM product best fits their needs.
- Appraise the existing system and see if it has any workflows that need to be migrated to the new system
- As the business needs the system to be available anywhere a cloud solution would be best. A Single Sign-on can be configured using their Microsoft Azure domain
- By using an Ivanti Success Package the timeframe can be met as the business will be guided through the project by an Ivanti Project Manager
- As workflows will be created for popular user requests, tasks will be directed straight to the relevant IT teams and approvals can be made with line managers or approvers directly by email. This will allow IT support staff to get more done with fewer resources
Solution
CentrallyManaged worked with the business to create an ISM cloud tenancy through a Gold Ivanti Success Package. This created Staging, UAT and Production environments to allow them to work on development without impacting production.
Single Sign-On was used to allow secure authentication from anywhere in the world and the Self Service portal enabled users to make requests which directly created and started powerful workflow tasks.
Overall the IT department saw an increase in productivity even with a reduced workforce and the end user experience was improved meaning requests were fulfilled quicker.
